Head of Customer Success

About the role

Tandem Health is scaling across multiple markets, and we are looking for a Head of Customer Success to define what world-class customer success looks like at Tandem.

This role is not primarily about building a traditional Customer Success team. Instead, you will set up the foundations, processes, playbooks, rhythms, and standards that enable our teams in every market to deliver an excellent customer experience.

You will work closely with our Medical Operations Specialists, Product Delivery Managers, Sales, Product and leadership to ensure customers are successfully onboarded, deeply engaged, continuously supported, and able to realise clear value from Tandem throughout their journey.

You will be responsible for turning Customer Success into a repeatable, high-quality discipline across Tandem - helping us retain customers, drive expansion, increase engagement, and create consistently excellent customer relationships across markets.

What you will do

• Define what excellent Customer Success looks like at Tandem

• Rebuild the Customer Success foundations from scratch, including processes, playbooks, rituals, tools, and standards

• Create a clear customer journey across onboarding, adoption, engagement, retention, expansion, and renewal readiness

• Develop practical playbooks for customer onboarding, QBRs, success plans, health checks, escalation management, upsell opportunities, sales collaboration and ongoing engagement

• Coach and train Medical Operations Specialists on how to deliver excellent Customer Success in their markets

• Set the standards for how teams build trust, create value, manage relationships, and keep customers engaged

• Help teams identify opportunities to upsell, expand, and deepen customer adoption

• Create customer health frameworks that help teams spot risk, engagement gaps, and expansion opportunities early

• Build rhythms for customer reviews, internal account discussions, feedback loops, and market-level performance tracking

• Work with Product to ensure customer feedback is captured, structured, and translated into useful insight

• Partner with Sales and Country teams to ensure a strong handover from sale to onboarding and long-term success

• Evangelise Customer Success best practices across all Tandem markets

What you bring

• You have built or significantly shaped a Customer Success function at a high-growth B2B SaaS scaleup

• You have created CS processes, playbooks, operating rhythms, system setup and standards from scratch

• You know what great customer onboarding, adoption, retention, engagement, and expansion look like

• You have experience coaching and enabling others to deliver excellent Customer Success

• You are commercially sharp and understand how Customer Success drives upsell, expansion, retention, and customer happiness

• You are highly structured and can turn ambiguity into clear, repeatable ways of working

• You understand SaaS metrics such as adoption, churn, retention, expansion, customer health, time to value, NRR, and GRR

• You are excellent at stakeholder management and can influence teams across countries and functions

• You are comfortable operating across multiple markets and adapting best practices to local contexts

Bonus points

• Experience in healthcare, healthtech, clinical software, or another regulated industry

• Experience working with complex B2B customers where success depends on workflow change and behaviour change

• Experience enabling non-CS teams to deliver Customer Success as part of their role

• Experience building customer health scoring, QBR frameworks, onboarding journeys, and renewal processes

• Experience using AI, automation, analytics, or customer intelligence tools to improve Customer Success workflows

• Experience scaling Customer Success best practices across several countries or markets

Benefits

• Competitive salary & company stock options

• 30 days/year of paid vacation

• 5,000 SEK wellness allowance (friskvårdsbidrag) plus an additional 6,000 SEK yearly to spend on other health related initiatives

• Generous Parental leave top-up for new parents

• Private Medical Insurance to stay healthy

• Mental health support through our partner Mindler

• Pension program

• Social and team-building activities (off-sites, after works, winter/summer parties)

• An opportunity to make a real positive impact in the world of healthcare

• Work with some of the best minds in AI, healthcare, and engineering.

We review our benefits packages on a regular basis and might modify our benefits from time to time.